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Introduction

This Service Level Agreement (SLA) defines the terms of service between Sage Digital Agency (“we,” “our,” or “the agency”) and the client (“you”). This document outlines the scope of work, billing procedures, communication expectations, and other essential service terms to ensure transparency and a successful working relationship. This SLA works in conjunction with any signed proposal or agreement. In case of a conflict, the proposal will take precedence unless explicitly stated otherwise.

Billing & Payment Policies

For Design & Development Projects

The following billing, payment, and revision policies apply to all custom website design and development projects:

Project Estimates & Scope

  • Each project is scoped based on the requirements outlined in the approved proposal.
  • Initial cost estimates are based on the agreed-upon scope, and additional requests or changes may result in extra charges.
  • No additional work will be performed beyond the original scope without prior approval of a revised estimate.

Payment Terms

  • A deposit is required before work begins, with the remaining balance due according to the payment schedule in the proposal.
  • Payments are processed automatically using the card or payment method on file.
  • All invoices are due upon receipt unless otherwise stated.
  • If payment is 15 days past due, project work may be paused until payment is received.

Revision & Design Approval Policy

  • Figma Design Phase: Clients receive up to 4 rounds of revisions to refine their design before final approval. Additional rounds of revision are available for a fee.
  • Development Phase: Once a Figma design is approved, the development process begins in WordPress.
  • Post-Approval Changes: After Figma approval, we will not make design changes to the live development site except for perfecting the approved design. Any new design changes requested after Figma approval will be considered out-of-scope and billed at our standard hourly rate.
  • Final Testing & Tweaks: Any issues or refinements needed to match the approved Figma design will be addressed at no extra cost before launch.

Late Payments & Suspension of Work

  • If an invoice remains unpaid for 15 days, the project will be suspended until payment is received.
  • If a project is abandoned (i.e., no communication or progress for 60+ days), Sage Digital Agency reserves the right to close the project.
  • If a client wishes to resume an abandoned project after 90 days or more, the following conditions apply:
    1. Re-engagement Review – The project scope and requirements will be reassessed to determine if the work is still viable or if updates are needed.
    2. New Proposal & Pricing – If our pricing, team, or technology stack has changed, a new proposal may be required, and additional costs may apply.
    3. Reactivation Fee – A minimum reactivation fee (to be determined based on project size and duration) will be required before work resumes.
    4. Payment of Any Outstanding Invoices – Any unpaid balances must be paid in full before the project can continue.
  • Refunds are not offered for design projects once work has commenced.

By providing your credit card or bank transfer details, you authorize Sage Digital Agency to draft payments for agreed-upon fees.

For Managed Service Clients

The following policies apply to clients with an active website management plan under Sage Digital Agency.

What’s Included in Your Plan

  • Each website management plan includes specific services.
  • Clients receive ongoing support and maintenance as defined by their selected plan.
  • Any requests outside of your selected plan’s included services will be considered out-of-scope and billed separately.

Payment & Auto-Billing for Managed Services

  • Managed services are billed on a recurring basis (monthly, quarterly, or annually).
  • Payments are automatically charged to the card or payment method on file.
  • If a payment method fails, we will notify the client. If payment is not received within 7 days, services may be paused.

Pausing or Canceling a Managed Service Plan

  • Clients may cancel a managed service plan with 30 days’ written notice before the next billing cycle.
  • If a client is unresponsive for 14 days, the plan will remain active, and billing will continue as per the agreement.
  • Paused services may only resume when service bandwidth allows, and project timelines may need to be adjusted.

Out-of-Scope Requests for Managed Service Clients

We prioritize all website update requests for our managed service clients, including those outside of their selected plan’s included services. If a request is out-of-scope, here’s how it will be handled:

  1. Scope & Estimate: We will review the request and provide an estimated timeline and hours required before starting work.
  2. Client Approval: No work will begin until the client approves the estimate.
  3. Billing & Payment: Out-of-scope work is billed at our standard hourly rate or at a pre-agreed fixed price. Upon completion, the final cost will be invoiced and charged to the payment method on file.

For urgent requests, rush fees may apply. Please contact us for expedited timelines.

Web Design Policies

The following policies apply to all web design engagements:

  • Collaboration: Clients must provide necessary materials, feedback, and approvals in a timely manner to keep projects on schedule.
  • Third-Party Changes: We are not responsible for errors caused by third parties or by clients making changes after project completion.
  • Post-Launch Support: We provide 14 days of support for any malfunctions or issues. After this period, ongoing support is available through a maintenance plan or at an hourly rate.
  • Hosting & External Services: If you host your website with a third party, we do not provide support for external hosting, email configurations, or server-related issues.

Search Engine Optimization (SEO) Policies

SEO services aim to improve visibility in search engines but are not guaranteed to achieve specific rankings or traffic increases.

Client Acknowledgements:

  • Search engines frequently update algorithms, which may impact rankings.
  • Listings can be dropped for reasons beyond our control; if this happens, we will provide guidance but cannot guarantee reinstatement.
  • Changes made by third parties or the client can negatively impact SEO performance. We are not responsible for such changes.
  • SEO results often take several months to materialize.

Account Management & Communication

Client Communication Expectations

  • Clients are expected to provide feedback within 3 business days to maintain project timelines.
  • If additional time is needed for review, clients must request an extension in advance.
  • Requests sent via email, voicemail, or text may experience delays. The preferred method of communication is via our project management platform.

Meetings & Reports

For retainer-based services, clients may request:

  • A dedicated account manager as their primary point of contact.
  • Weekly 15-minute update calls (optional).
  • A 60-minute review call at the end of each month (optional).
  • Live reporting dashboards (if applicable).

Meetings will be rescheduled if the client does not attend within 5 minutes of the start time.

Service Timelines & Change Management

Timelines & Deadlines

  • Each project has an estimated timeline, subject to change based on feedback, revisions, and scope modifications.
  • If a tight deadline is required, clients may request an expedited timeline, which may require additional fees.

Pausing Projects

  • If a client is unresponsive for 14 days, the project may be paused.
  • During a pause, recurring charges will continue as outlined in the contract.
  • A paused project will resume only when service bandwidth allows, which may delay the original timeline.

Change Orders & Additional Edits

  • Edits within the agreed scope will be included at no extra charge.
  • Any out-of-scope requests require a signed change order before work begins.
  • No refunds will be issued for completed work under a change order.

Refund Policy

  • No refunds will be provided for services rendered.
  • Abandoned or canceled projects are still subject to full payment as agreed in the proposal.

Termination & Breach of Contract

  • If a client fails to meet payment obligations, Sage Digital Agency reserves the right to suspend or terminate services.
  • If services are terminated due to non-payment, all amounts due remain payable.
  • Upon termination, the client is responsible for backing up their website/data before access is revoked.

Acceptance of Agreement

Any modifications to this SLA must be agreed upon in writing by both parties.